ANÁLISE DO PROCESSO DE ENTREGA DE SERVIÇOS COM BASE EM MODELO DE CORRELAÇÃO ENTRE PERCEPÇÃO DO CLIENTE E INDICADORES DO PROCESSO / ANALYSIS OF SERVICES DELIVERY BASED ON A MODEL OF CORRELATION BETWEEN CLIENT PERCEPTION AND PROCESS INDICATORS

AUTOR(ES)
DATA DE PUBLICAÇÃO

2006

RESUMO

This thesis presents a case study of a service delivery system in a telecommunication company and proposes a model for process evaluation and diagnosis. Because service quality is the main factor of its differentiation strategy, the company seeks service improvements by employing satisfaction surveys for identification of its clients´ needs and expectations. Despite its focus on critical factors of success, the company has experienced difficulties in correlating its clients´ perceptions on the service delivered and the internal evaluations aiming cost reduction and process enhancements. This theme brings about numerous issues on the way the enterprises currently manage their service quality in search for continuous, and sustained, improvement as a competitive advantage under the customer´s vision. Given the complexity of the theme, this research concentrates in the particular aspect of customer´s expectations on the service timely delivery, as well as in the management of the order cycle for the company to achieve an efficient, effective and low cost delivery. The main objective of this research is the identification of the gaps between the customer´s perception and the company´s internal view of its performance whose reduction, or elimination, can enhance the market perceived value. Hence, this research proposes and tests a model for diagnosis of the service delivery process, and also, ways for maintaining the alignment of the process with the customer´s expectations, and the organization´s strategy. Focusing on service delivery, this research represents a modest contribution for placing this subject on its deserved place in Logistics.

ASSUNTO(S)

telecomunicacoes order cycle gaps de desempenho telecomunications service logistics ciclo de pedido performance gaps logistica de servicos

ACESSO AO ARTIGO

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